Voice of Customer (VOC) & How to do it Right - Creative Safety - 0 views
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pintadachica on 28 Jun 18Most writings on voice of customer define it as something like this: An application or procedure that focuses on questions about customers by gathering and reporting results and feedback from them. Furthermore, these are sometimes then compared with other competitors. The problem with most companies' VOC system is that the definition stops there. In reality, there's another whole step that is being cut out. That step revolves around actually taking that research, the observations, and converting them into tangible action. Being able to use your results and make predictive models about the future is the first part of this step, and then taking action to change anything you don't like about what those predictive models tell you is the next part. Finally, you need to monitor how well any implemented changes achieve your goals and actively revise them as necessary. Let's look at these ideas a little more in depth.